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Category: Service Recovery

Operator's Guide How to Answer Difficult Questions

Operator’s Guide: How to Answer Difficult Questions

Kevin Williams, from KWP, a immersive out-of-home entertainment consultancy, in collaboration with Jeff Chatterton from Checkmate Public Affairs, a specialist in risk and crisis communications, have compiled a simple primer called the […]

May 9, 2020May 13, 2020 AttractionPros COVID-19, Service Recovery
Rephrase this common question and get better guest feedback

Rephrase this common question and get better guest feedback

Yesterday morning I returned a rental car after a quick trip to the IROC conference in Foley, AL.  I pulled into the Alamo rental car return at the airport in […]

February 9, 2020July 28, 2022 AttractionPros Service Recovery
Optimizing Your Guest Feedback Loop

Optimizing Your Guest Feedback Loop

When it comes to consumer insights in the attractions industry, guest experience data is a hot topic. But how do you know which insights are the right ones, and how do […]

November 12, 2019July 28, 2022 AttractionPros Guest Experience, Service Recovery
Eliminate “Let me get the manager” in 3 steps

Eliminate “Let me get the manager” in 3 steps

I recently spoke at a conference on the topic of guest experience.  During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]

February 11, 2019July 28, 2022 AttractionPros Service Recovery
12 Amazing Things Delta did During an Unusual Travel Experience

12 Amazing Things Delta did During an Unusual Travel Experience

To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]

January 29, 2019July 28, 2022 AttractionPros Crisis Management, Service Recovery
episode 57

AP Podcast Episode 57 – An exciting MAILBAG episode about guest recovery and developing young leaders

Is it still a “mailbag” episode if the question comes from Twitter?  YES!! This mailbag episode is in response to the following question that come in from Twitter: “Big fan […]

October 2, 2018February 7, 2021 AttractionPros Podcast, Service Recovery
A Gallon of Milk in a Heat Wave

A Gallon of Milk in a Heat Wave

What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]

September 17, 2018July 28, 2022 AttractionPros Service Recovery, Social Media

AP Podcast – Episode 26: Matt & Josh talk about first jobs, first cars and work-life balance

Matt and Josh cover a lot of ground in this episode! First cars, first jobs, fun industry memories and of course, some queries from YOU!  Work/life balance and ride unavailability […]

February 27, 2018February 7, 2021 AttractionPros Podcast, Service Recovery
Responding to Complaints Online: a 4-Step Approach

Responding to Complaints Online: a 4-Step Approach

Josh Liebman Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. Josh is a serial entrepreneur, podcaster, consultant, and […]

November 10, 2017July 28, 2022 AttractionPros Service Recovery

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